Energy and Water Ombudsman Qld - EWOQ

Energy and Water Ombudsman Qld - EWOQ With offices in Brisbane, Rockhampton and Cairns we can work directly with you and your supplier to investigate and resolve complaints.

The Energy and Water Ombudsman Queensland (EWOQ) is a free, fair and independent dispute resolution service for unresolved complaints with your electricity, gas or water supplier. The Energy and Water Ombudsman Queensland (EWOQ) is a free, fair and independent dispute resolution service if you are unable to resolve a complaint with your electricity, gas or water supplier. We are committed to provi

ding an effective, efficient and confidential service for residential and small business energy customers across Queensland and water customers in south east Queensland.

As a dispute resolution service, we have a unique perspective on how energy and water policy and legislation affect cust...
09/09/2026

As a dispute resolution service, we have a unique perspective on how energy and water policy and legislation affect customers. That's why we're consistently developing submissions to influence legislative changes.

When a submission is completed, we publish it to our website. Some of or most recent submissions include respondind to proposed changes for payment difficulties protections and improving life support processes. Read all our latest submissions now: https://buff.ly/Q1TzWDq

Our offices will be closed from 12pm today, 8 September, until 8:30am Thursday 10 September. During this time, you can m...
07/09/2026

Our offices will be closed from 12pm today, 8 September, until 8:30am Thursday 10 September. During this time, you can make a complaint online or leave us a phone message with your name and phone number and we'll get back to you.

🌐 ewoq.com.au/make-a-complaint
📱 1800 662 837

07/09/2026

If you're living in a caravan park, retirement village or apartment building with a shared energy network, new consumer protections came into effect on July 1.

You may have easier access to information about:

✅ your energy charges
✅ pricing and tariffs
✅ support services
✅ how to make a complaint.

🔗 Learn more about your energy rights: https://buff.ly/4uRCJMD

05/09/2026

Unsure why you received an estimated electricity bill? Here’s what it means and how we can help if something doesn’t look right.

For more information on estimated bills, visit: https://buff.ly/dtVembf

Part of our role is to identify and report systemic issues to regulators. These issues are not caused by simple human er...
02/09/2026

Part of our role is to identify and report systemic issues to regulators. These issues are not caused by simple human error but by failures of systems or processes. We often identify these issues when more than one customer experiences the same problem.

Common causes of systemic issues are:
➡️ inadequate planning
➡️ failure to mitigate human error
➡️ lack of policies or procedures
➡️ poor training
➡️ failed systems.

By identifying and monitoring these issues with providers and regulators, we can all work together to improve business practices and customer experience.

For more information on systemic issues, visit: https://buff.ly/LVHpNbU

01/09/2026

Spring has sprung, and with it, warmer weather has arrived. In hotter months, Queenslanders tend to have higher water bills as they use more to water the garden, top up the pool or clean up the outdoor area after a storm.

If you're trying to avoid a high water bill, here are our simple tips to using less water in the garden.

Support is available. New protections for people affected by family violence are now part of the energy exemption framew...
27/08/2026

Support is available. New protections for people affected by family violence are now part of the energy exemption framework.

If you're experiencing family violence and need support with your energy account, help may be available through your provider and EWOQ.

🔗 Learn more about your rights and support options: https://buff.ly/ZEOLMkj

Last year we completed our second Innovate Reconciliation Action Plan (RAP). Now we move forward into our Stretch RAP. O...
25/08/2026

Last year we completed our second Innovate Reconciliation Action Plan (RAP). Now we move forward into our Stretch RAP. Our vision for this RAP is a Queensland where Aboriginal and Torres Strait Islander peoples can exercise informed choice and control as energy and water consumers, supported by fair systems that respect culture, community and lived experience. As an independent ombudsman, we will play our part in reducing barriers to access and supporting consumer confidence.

You can read our new Stretch RAP now on our website: https://buff.ly/XzutHO3

24/08/2026

As a pensioner, Shirley was receiving the Queensland Government’s Electricity Rebate. Her electricity retailer had been applying the rebate to her bills for many years but suddenly stopped. For months she tried to find out from her retailer why it had stopped but could not get a clear answer. Here's how we helped.

Shirley's story highlights how important good customer service is from retailers and the importance of having EWOQ as a path for customers when they can't get a resolution.

For more on her story, and other customer stories, visit: https://buff.ly/3hB3AgG

21/08/2026

Craig* noticed that the footpath outside his house was persistently being flooded. He thought there might be a leak in the underground water infrastructure and contacted his water provider to investigate.

The provider investigated and confirmed there was no leak. However, Craig continued to experience flooding for 3 months. He repeatedly contacted his provider who insisted there was no leak on their infrastructure.

Here's how we helped.

For more on Craig's story, and other customer stories, visit: https://buff.ly/P40JLYM

*name changed to protect privacy.

Address

53 Albert Street
Brisbane City, QLD
4000

Opening Hours

Monday 8:30am - 5pm
Tuesday 9:30am - 5pm
Wednesday 8:30am - 5pm
Thursday 8:30am - 5pm
Friday 8:30am - 5pm

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